Allegedly due to complaints about not delivering packages to the door, a Shentong Express courier shared the customer's phone number in a matchmaking group? Customer service and the local branch respond.

According to media reports, recently, a consumer from Xi'an, Shaanxi, filed a complaint with an e-commerce platform because a Shentong Express delivery driver failed to deliver a large item to their doorstep as requested in the notes. Unexpectedly, that evening, the consumer's phone number was posted by the delivery driver in a marriage and dating group, along with false information about seeking a partner, leading the consumer to receive multiple friend requests from strangers, disrupting their daily life. The report stated that after the consumer reported the incident to the police, officers from the local precinct intervened to mediate the situation. The delivery driver apologized in person and claimed to have deleted the information and exited the group chat. However, the next day, the consumer continued to receive similar requests, and the delivery driver stated that the sent information could not be completely withdrawn. The report noted that the consumer believed the rights protection process contained risks of privacy leakage. "After I filed a complaint on the platform, my complete personal contact information was directly pushed to the involved delivery driver. It is equivalent to the person being complained about directly connecting with the complainant, and the platform and the delivery location lack appropriate privacy isolation measures. Such a process not only poses a risk of information leakage for consumers but also easily exacerbates conflicts between the two parties." As of the time of publication, there had been no response from Shentong Express regarding the consumer's complaint. A customer service representative from Shentong responded that to protect customer privacy, delivery drivers are unable to view the recipient's full name and phone number during the delivery process. When asked if the backend system at the delivery location could view complete customer information, the customer service representative only stated that the headquarters customer service cannot access the backend of the delivery location and suggested verifying this with the delivery point.